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Quick and patient help chat
What do you like best about the product?
I had a problem with the developer API. The representative pointed me to the right api documentation and it's implementation in a short time and waited for me to try it out and get back before closing the chat.
What do you dislike about the product?
Some parts of their documentation are inadequate and could be improved.
What problems is the product solving and how is that benefiting you?
Customer complaints. Very handy and easy to integrate.
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Making service excellence easy
What do you like best about the product?
The support has been incredible. Whilst we were still in the presales phase of the buying process, Freshdesk took feedback of their system - and implemented a new feature specifically for us (as it was a blocker for us using the product). You really can't get much more responsive than that!
What do you dislike about the product?
No current dislikes, the product does everything I need - it even integrates with our other apps e.g. Slack and Trello.
What problems is the product solving and how is that benefiting you?
We run a support arm of our business, and Freshdesk makes managing quality of service easy. Our customers expect us to be exceptional on every interaction, and with Freshdesk I can ensure that happens.
simple and efficient
What do you like best about the product?
nice software
easy to use
nice et quick support client
easy to use
nice et quick support client
What do you dislike about the product?
nothing our team like the software
and for now everything is ok
and for now everything is ok
What problems is the product solving and how is that benefiting you?
Problem of custom service and fast reply
The connexion between customer and our parteners
I can't give some percentages but our customer service is more faster.
When we have some new employee it's easy to learn for them
The connexion between customer and our parteners
I can't give some percentages but our customer service is more faster.
When we have some new employee it's easy to learn for them
Recommendations to others considering the product:
use it without doubt
customer service
What do you like best about the product?
Quick response and professionalism. Complete system of every functionality, a very nice thing is the possibility of integrating external applications.
What do you dislike about the product?
I have not found anything I do not like yet
What problems is the product solving and how is that benefiting you?
Customer support and speed up responses
Help to start our Freshdesk support portal
What do you like best about the product?
The reactivity and efficiency was really apreciated !
What do you dislike about the product?
Nothing for the moment, maybe improving the knowledge base categories and folders managment to allow more subsections.
What problems is the product solving and how is that benefiting you?
It's was referring to email forwarding from our service address to freshdesk for ticket creation.
Very easy to use and train out
What do you like best about the product?
I like the fact that we can now filter all of the customer's contact with us into one ticket. This makes our job a lot easier.
What do you dislike about the product?
I feel like the merging feature needs some work. Merging tickets can make the thread look complicated and doesn't always merge the tickets in the correct order.
What problems is the product solving and how is that benefiting you?
We are now able to see exactly why customer's are contacting us thanks to the type feature.
Convenient customer care system
What do you like best about the product?
Freshdesk is a good solution for customer care in SMEs. It is easy to onboard new users on it and can do more (with intelligent routines) if needed.
The system automation and the management of related tickets are good features.
The system automation and the management of related tickets are good features.
What do you dislike about the product?
Some routines have limited options, which make it hard to fully customize them.
What problems is the product solving and how is that benefiting you?
Freshdesk helps us to offer fast and reliable customer service on all our channels - and no customer would ever get overlooked.
Great potential
What do you like best about the product?
The new admin UI is clean and efficient. I like how the sections are organized. It's intuitive.
What do you dislike about the product?
The difficulty to customize the templates of the front office. The difficulty to use as a Saas tool for serverless websites.
What problems is the product solving and how is that benefiting you?
We want to help our app users with a knowledge base and make it easier for our agents to update the content and rearrange it.
Recommendations to others considering the product:
Think of your customization needs. The templating possibilities are sometimes limited and it's difficult to test your updated design locally, no sandbox provided by Freshdesk.
Customer Service at Freshdesk
What do you like best about the product?
Good response times, friendly consultants, useful information provided.
What do you dislike about the product?
The program itself can be slightly ambiguous, hence the requirement for assistance. These are obstacles that can be overcome.
What problems is the product solving and how is that benefiting you?
Ticket definition and prioritization.
Freshdesk Review
What do you like best about the product?
I've been using Freshdesk to manage support tickets for over a year now and the main things I like about it are the ease of the initial setup, the easy ticket management workflow, and the integrated knowledge bases you can create with it. I should also point out the Android app is great - not a lot of fluff, just what I need to keep an eye on and manage tickets. I've only had to contact Freshdesk's customer support a few times and recently for the first time over the phone. Each interaction I had was pleasant and I got the feeling the really wanted me to learn to use their application better.
What do you dislike about the product?
It's really hard to complain about much, but so I can only nit pick. A few times my ticket "view" got set to show "Overdue tickets" and I missed a couple brand new tickets coming in. I'm to blame on that because I changed it and just didn't realize my view had stayed on that screen (mobile app, too). I think a slight improvement there would be some kind of color coding so the overdue ticket views are red (or something) and the new ticket view's entire screen is different, too. Again, this is a minor complaint - there's a title right there at the top of the screen telling me what I'm looking at.
What problems is the product solving and how is that benefiting you?
My main two issues that are solved by Freshdesk are my need for ticket management and a comprehensive knowledge base to point customers to for looking up answers to their own questions. I feel the self help pages I am creating look great and there are plenty of tools there to add the content I need.
Recommendations to others considering the product:
Freshdesk lets you do a lot at their free level of service and then move into fair priced models as your business needs expand. Contact support if you have any questions about how to setup their product they are really helpful.
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